Date Received: 2024-02-09
Issue: Trouble during payment process
Subissue: Fees charged
Consumer Complaint: I have a mortgage with NewRez and have been stellar with payments both overpaying and early, never late not once. I have made no errors prior to the occasion in which I am beyond disappointed to be having to file this complaint. On XXXX XX/XX/2023, I wrote a check for my tithes thinking I was using a different checkbook. The bank where that money came from was also the bank I setup my mortgage to come out on XXXX XXXX. The Tithes check cleared on the XXXX and the mortgage was set to come out the same day, but I failed to cover it with the tithes also coming out. I had a lot on my mind, and just took the wrong checkbook to church, thus making the mistake. I made a deposit on the XXXX thinking I would take care of it, but my bank only shows the deposit effective the XXXX. New Rez was quick to charge me the over draft fee, instead of notifying me immediately by phone or email that there was a problem with my otherwise stellar account!! They should have given me an opportunity that day to make the correction and straighten it out. Instead, the bank waited until XXXX XXXX, date of the letter, to send to me a letter telling me my payment was returned and that they were charging me a return payment fee of {$20.00}!! Now this is a mortgage company that apparently wants to rob us for any dime they can get, and they didn't hesitate to add this charge to my account. I called them to notify them of my error on XXXX XXXX, and they told me that they would not take it again if I paid over the phone but once they try to take it, they won't try again. I was trying to ensure if I paid again, the other one wouldn't go through. I did not trust what they told me over the phone, and I did make the payment again myself on XXXX XXXX, and it went through once fine. I called and requested to know why there was a different method of paying and I could no longer pay the overage on the escrow and principal like I always did in the past, and that's when I first heard of the fee of {$20.00}. The reason was because I owed that {$20.00}. I requested to have it waived and explained what happened, as I couldn't believe they were charging me for this. They told me to fill out a form online and request it be removed and they told me it would within 48 hours. I logged in XXXX XXXX, to find the payment still showing up. I called again, and requested the payment be removed as a one time courtesy for someone with an immaculate record, and the person then told me they would put in the request and I should see it removed within 48 hours. I still saw no change. I received the letter dated XXXX XXXX a few days later, and I called again XXXX XXXX as I was prepping to pay once again, and noticed I couldn't pay over on my escrow and principal. I asked about the fee and why it was still there, and I also was irate because I thought they were going to apply a late fee as well, and they assured me no late fee would be applied for the return payment fee, but had to look to see why they didn't waive the fee, and it turns out after the several lies I was told that they " could not '' waive the return payment fee. I was told they are not allowed to waive it, even for one time, because it was not their error. I told them that was ridiculous and requested it be sent to me in writing as they can do what they want to do based on a client 's record, the person, XXXX, I spoke to at this time was even more rude at this point then when she first picked up and I requested a supervisor ; she told me they would tell me the same thing ; I then requested a supervisor for the second time and told her I would be filing a complaint if I didn't get one. I was then HUNG UP on. What professional business does this. Yes, I was upset, but I had every right not to mention, they're taking my money!! My mortgage is over {$2000.00} a month... do you think I need another {$20.00} applied for some bogus fee!!! Even if it is the norm, I was honest in acknowledging what I did wrong, that it was my mistake, and I simply wanted a human being to understand and give me a ONE-TIME courtesy!!! I called back to request to speak to a supervisor, and was put on hold for more than XXXX minutes before I finally hung up and said I would file a complaint. I'm just getting around to doing this as I started a new job in XXXX, and this whole process is time-consuming.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-10
Issue: Trouble during payment process
Subissue: Escrow, taxes, or insurance
Consumer Complaint: I responded to 2 notices from Shellpoint my Homeowners Association Insurance and uploaded certificate twice. I called after uploading on XX/XX/2024 to XXXX XXXX Info on XX/XX/24 and was told they received the policy and sent something cancelling their upcoming payment to outside insurance on XX/XX/24. Tonight I received email saying its time for them to pay my HOA insurance! That's why I needed to file a complaint.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60660
Submitted Via: Web
Date Sent: 2024-02-10
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-09
Issue: Incorrect information on your report
Subissue: Account status incorrect
Consumer Complaint: I noticed that my most recent credit report contains [ a late payment/payments ] reported on [ XXXX ] for my Loan account. Two credit bureau reported this. I submitted proof I did not pay late. They are still claiming it's my fault due to processing error on thier end. One of thier staff gave me extension.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 11413
Submitted Via: Web
Date Sent: 2024-02-13
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-09
Issue: Trouble during payment process
Subissue: Payment process
Consumer Complaint: 1. in XXXX I applied for a forbearance during XXXX 2. Made 2 payments of {$1200.00} in XXXX to end forbearance was told not to make any more payments by Shell Point 3. called later in XXXX to make a payment and was told not to make a payment 4. found out by mail that I was going int0 foreclosure 5. contacted a lawyer and he took my case 6. agreed on a loan modification in XXXX 7. XX/XX/XXXX started a trial period of 3 months to ensure I could keep my house 8. XXXX finally found out where to make the payments through our lawyer 9. called Shell point and made 2 payments of {$1200.00} ( would not accept full amount of XXXX ) 10. attorney received email saying I was 2 months behind on payments and then received a letter stating the same thing the email said 11. called shell point to find out what the issue was with the payments ( XX/XX/XXXX ) Shell point admitted to making the mistake of transferring money from XXXX 's payment to the principle without my knowledge. I talked to XXXX XXXX ( sounded fake ) would not give me a their number or email and said I will call you back Saturday when the money was returned. I am trying to make the 3 payments in a timely manner, but I can not due to the poor mishandling of my account by XXXX XXXX
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NY
Zip: 129XX
Submitted Via: Web
Date Sent: 2024-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-09
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: My mortgage was transferred from XXXX XXXX, to Shellpoint Mortgage Servicing effective as of XXXX XXXX XXXXI never received any information from Shellpoint with the process to register and submit ACH payments. I have tried repeatedly to call the company, but they do not have a customer service line that will allow you to speak to a representative, therefore there is no way to send a payment.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: IL
Zip: 60614
Submitted Via: Web
Date Sent: 2024-02-09
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-08
Issue: Struggling to pay mortgage
Subissue: Applying for or obtaining a modification, forbearance plan, short sale, or deed-in-li
Consumer Complaint: Family hit a hardship due to long term covid. After loosing my job of over XXXX years due to my illness I was financially and emotionally bankrupt and my marriage was destroyed. Due to both loss of income of my job and spouses income I was unable to maintain my mortgage payment. I feel like this financial institution is taking advantage of my hardship and inability to pay my mortgage, by offering me a 40 year mortgage and doubling my current interest rate. I do have the help of family and am in a better place to resume my mortgage payment but i can not afford an increase of any kind at this moment. Again I am willing to resume mortgage payments with the help of family but taking my mortgage from 24 years to 40 years, doubling my current interest rate and raising my mortgage payment just isn't possible!
Company Response: Company believes it acted appropriately as authorized by contract or law
State: OH
Zip: 44313
Submitted Via: Web
Date Sent: 2024-02-08
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-07
Issue: Applying for a mortgage or refinancing an existing mortgage
Subissue: Fees or costs during the application process
Consumer Complaint: In XXXX on XXXX, I started the process of refinancing my VA home loan to access some of the equity. My mortgage servicing company was Shellpoint/Newrez . My loan number was XXXX. I was told by XXXX XXXX, who is an employee of Shellpoint/Newrez , that if loan was not approved, I would get the money that I paid for the appraisal of the house back. The appraisal cost was XXXX, the loan didn't get approved and XXXX XXXX denied ever saying I would get the money back. I asked him to run the loan refinance request using the VA but he used the FHA, because I had a late payment within a 24 month period. The VA would have been approved, this is evident because I went to another lender and the loan was approved. The next and most Egregious action from Shellpoint/Newrez was on XX/XX/XXXX, after the Law firm ( XXXX XXXX XXXX XXXX XXXX XXXX ) who conducting the closing with XXXX XXXX and I wired over what was believe to be the payoff amount {$310000.00} Shellpoint/Newrez returned the funds without an explanation to the law firm. I called shellpoint/Newrez on XX/XX/XXXX at XXXX eastern time to ascertain the reason the funds were returned. I was told that the amount was short by XXXX. I call the law firm back on the same day at XXXX to let them know the reason why the funds were return. The law office told me that I would have to bring a check to their office for the remaining balance. The law office resubmitted the funds on XX/XX/XXXX. I called shellpoint/Newrez at XXXX on XX/XX/XXXX and made a payment for the XXXX mortgage to ensure that I would not get a 30 late on my account because I assumed that the law office would not send the wire back until I brought them the check. Shellpoint/Newrez is now claiming that the XXXX payment that I made was factored into the XXXX but that not possible because I made the payment after they told me that the what was needed to pay the loan off with them. The are trying to XXXX from me
Company Response: Company believes it acted appropriately as authorized by contract or law
State: GA
Zip: 30265
Submitted Via: Web
Date Sent: 2024-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-07
Issue: Struggling to pay mortgage
Subissue: Trying to communicate with the company to fix an issue related to modification, forbe
Consumer Complaint: My issue started back in XX/XX/2023 when my income was declining and I missed my mortgage payment, after contacting Shellpoint Mortgage for a repayment plan I was advised to send documents for several months, first I was advised by them that I did not qualify and I had to apply for a modification. I have been sending them documents for 5 months and every week they come up with a new list, the Rep. from Shellpoint does not do a complete review of my application and keeps adding new items to set me up for a failure, I have been advised that they have a complete file and now I just received a new list asking for documents that I have provided from day. I feel discriminated by Shellpoint Mortgage on process of my request.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: NJ
Zip: XXXXX
Submitted Via: Web
Date Sent: 2024-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-07
Issue: Problem with a company's investigation into an existing problem
Subissue: Their investigation did not fix an error on your report
Consumer Complaint: Reference Case # XXXX ; Loan # XXXX Shellpoint Shellpoint avoided responding to our main complaint. Our previous complaint accused Shellpoint as the root cause for the two late payments. We accepted Shellpoint 's offer to miss two monthly mortgage payments ( appreciating our Hurricane Ian suffrage ). Shellpoint kept secret their intent to report our two approved late payments to the Consumer Reporting Agencies ( CRAs ). We were not informed of this credit reporting risk as being part of their deferment request process. We followed their procedures and we were told to continually wait for their review process to conclude. Shellpoint stated in their response that we had not paid XXXX and XX/XX/2023 payments. That is not true. I'm providing proof that Shellpoint was not truthful ( see XXXX Mortgage payment statements ). I spoke with XXXX XXXX and he understood that Shellpoint did not inform us that they would report us to the CRAs despite being active in their deferment process. I told XXXX that were we to have been informed, we would not have accepted their offer. XXXX agreed that this case deserved a second look by management. He apologized. I was made to believe that they would grant us our relief ( simply reverse the CRA report ).
Company Response: Company believes complaint represents an opportunity for improvement to better serve consumers
State: FL
Zip: 33914
Submitted Via: Web
Date Sent: 2024-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A
Date Received: 2024-02-07
Issue: Trouble during payment process
Subissue: Trying to communicate with the company to fix an issue while managing or servicing yo
Consumer Complaint: House was damaged by XXXX XXXX XX/XX/XXXX claim checks are not being processed by mortgage company. My insurance portal from servicing company has conflicting information of when endorsed checks were mailed. Example on 'their '' portal, states endorsed checks returned XX/XX/XXXX however portal also states checks received XX/XX/XXXX. this is impossible. After numerous inquiries I also get double talk and runaround. Spoke with claims representatives XXXX XXXX early XXXX, XXXX XXXX thru Email wrong information given, XXXX XX/XX/XXXX misinformation and unhelpful, XXXX XX/XX/XXXX was put on hold and never to return, XXXX XXXX XX/XX/XXXX reffered back to different department extremely unhelpful. Unable to repair house fully without money from homeowners insurance which paid claim but monies not released by NewRez until house is fixed to repair damage and inspected.. How can repairs occur unless XXXX layout all my own money and pay mortgage then they release monies after inspection? I requested as to where in original mortgage papers I signed this is legal or authorized and they could not provide as this is the 3RD time mortgage has been sold.
Company Response: Company believes it acted appropriately as authorized by contract or law
State: TN
Zip: 37066
Submitted Via: Web
Date Sent: 2024-02-07
Company Response to Consumer: Closed with explanation
Timely Response: Yes
Consumer Disputed: N/A